FAQ: Schedule Optimization

Webinar: Schedule Optimization

What is Schedule Optimization?

• Schedule Optimization is comprised of the following features designed to improve the scheduling experience within the system:
  • A Schedule page refresh with a more modern layout
  • An updated New Appointment modal
  • Introduction of a new workflow for Rescheduled, Canceled and No Show appointments. This feature allows you to:
    • Configure and enforce your organization’s cancellation policies to collect revenue for canceled and no-show appointments
    • Collect additional data when an appointment’s status is changed

What views are available on the Schedule page?

• Agenda
  • Expanded
  • Collapsed
• Calendar
  • Day
  • Week
  • Month
• Staff

Will Client Appointments created prior to these updates' release be impacted?

• No, all Appointments that were created prior to the release of Schedule Optimization will not be impacted.

How do I apply filters on the Schedule page?

• The Schedule page filters will actively update the content displayed on Agenda or Calendar view as criteria are selected within each available filter and will be retained when a User navigates to another page or logs out. To clear the selected filter criteria, a User can click the Clear button.

How do I access recently viewed clients from the Schedule page?

• Recently viewed clients can be accessed by clicking in the Search Clients field within the application header.

How do I update my Calendar preferences from the Schedule page?

• A User can access their Calendar preferences by clicking on the gear icon on the right side of the page.

Clicking on Schedule in the left-hand navigation or my Organization’s name navigates to my default schedule view; how do I update my default schedule view?

• A User can update their default schedule view within their User Profile Preferences by clicking on the gear icon on the right side of the schedule page and then updating the Default schedule view option within the Calendar Appearance Preferences section of the Preferences page. Users can select from the following options for their default schedule view:
  • Agenda
  • Staff
  • Day
  • Week
  • Month

When reviewing my Schedule Overview or Availability pages, there is a Today button available; when clicking on this button where will I be navigated?

• Clicking on the Today button when reviewing the Schedule Overview or Availability pages will navigate the User back to the current day of the view selected.

Can a new Client be added from the Schedule page?

• Yes, new Clients can be added directly from the Schedule page by clicking “New Client” within the primary action button dropdown and within the New Appointment modal.

When scheduling a new Appointment, I don’t see a multi-staff button; how do I schedule a Multi-Staff Appointment?

• The Staff field on the New Appointment modal allows Users to add one or more Staff members to each appointment; when two or more Staff members are added the Appointment will be designated as multi-staff.

What is the Organization Cancellation Policy feature and how is it enabled?

• The Organization Cancellation Policy feature allows you to configure and enforce your organization’s appointment cancellation policies for Late Cancel and No Show Appointments. 
• A new Policies tab has been added to Organization Settings page which allows you to enable the Organization Cancellation Policy and configure the following:
  • Late Cancel appointments:
    • Select a Service Type that dictates the fee a client will be charged for a Late Cancel Appointment.
    • Set a Late Cancel timeframe for your Organization; this timeframe can be 12,24, 48, or 72 hours. Any Appointments canceled within the selected timeframe will have the Late Cancel fee applied.
  • No Show appointments:
    • Select a Service Type that dictates the fee a client will be charged for a No Show Appointment.

How are the Organization Cancellation Policy fees applied to Appointments if it the feature is enabled?

• If Staff Member updates an Appointment’s status manually from the Schedule page to Late Cancel or No Show, the fee configured for each status on the Policies page will be applied to the appointment.
• If a Client cancels their Appointment via either the Client Portal, Phone reminder, or SMS reminder within the configured Late Cancel Timeframe, the fee configured for the Late Cancel Service Type will be applied to the appointment.

Can other Appointment statuses other than Late Cancel and No Show have fees applied?

• Yes, fees can be applied to Canceled appointments in addition to Late Cancel and No Show.

Can the Organization Cancellation Policy fees be waived for a specific Appointment?

• Yes, the fee can be waived for any appointment by clicking the “Waive Fee” checkbox within the Edit Status modal.

If I don’t enable the Organization Cancellation Policy, can I still add fees to Canceled, Late Canceled, or No Show Appointments?

• Yes, any Canceled, Late Canceled, or No Show Appointment can have a fee added from within the Edit Status modal.

How will a Client be billed when a fee is added to an Appointment?

• When a Canceled, Late Canceled, or No Show Appointment has a fee added, the fee will be included as an Invoice line item for the Appointment. After generating the Invoice with the fee line item, the Client can be billing utilized your Organization’s preferred billing workflow.

When editing an appointment status, I can now add who initiated the update and the reason; will this data be available on any reports?

• Yes, the Initiated by and Reason fields have been added to the Canceled & Rescheduled Appointments and No Show Appointments reports.

If applied to an appointment, will the Cancel, Late Cancel, and No Show fees appear on the Payroll Data Export and Payroll by Rendering Provider reports?

• Yes, if applied to appointments, the Cancel Fee, Late Cancel Fee, and No Show Fee will appear on the Payroll Data Export and Payroll by Rending Provider reports and all payout percentages will be applied.